We’re here for you, no matter the weather.

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ACS is a complete solution provider. We back up every system we sell with an array of services that is as impressive as our technology. We have experienced and expert staff throughout our company prepared to assist you.

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We’re here for you, no matter the weather.

ACS is a complete solution provider. We back up every system we sell with an array of services that is as impressive as our technology. We have experienced and expert staff throughout our company prepared to assist you.

At ACS, our desire is not to be just a technology provider, but a complete solution provider to all of our customers. Accordingly, we back up every system or solution we sell with an array of services that is as impressive as our technology. We have experienced and expert staff throughout our company prepared to assist you in areas including:

Customer Support

Our HelpDesk and system engineering teams are always at the ready to assist with any problems you may be experiencing with your system, or just to provide you with value-added services in the areas such as system administration or database support. Let us put our wealth of industry knowledge to work for you in areas such as automation plans, long term strategies or applying for federal grant opportunities – to name a few.

Training Services

We maintain a dedicated classroom facility and experienced engineers to provide instruction in everything from basic Linux administration to advanced classes in Distribution Analysis applications. We can also develop customized courses to be delivered on-site.

Expert help is always available

The ACS HelpDesk is staffed by dedicated, degreed engineers who know and understand our solutions well. Standard hours for the HelpDesk are 8:00 AM to 8:00 PM ET, Monday through Friday. All customers also have the option of contracting for 24×7 HelpDesk support, where an ACS Engineer is available on-call around the clock to provide support for emergency situations. All HelpDesk critical calls are handled immediately, while lower priority calls are guaranteed to be processed within 4 hours.

The HelpDesk acts as a single point of contact and coordinates support services for all components of your delivered system, whether manufactured by ACS or a third party. The HelpDesk is not only available by phone, but maintains e-mail support contact for all customers. Additionally, ACS maintains a comprehensive CRM database that records and tracks all correspondence with our customers so that historical records can easily be accessed to ensure support personnel have a complete understanding of the system history. ACS customers are provided access to a special customer-only website that includes information on the latest product releases from ACS, software downloads, troubleshooting tips and valuable customer forums.

Support Tracking & Escalation: ACS utilizes the latest CRM technologies to effective manage and track all HelpDesk calls and system support issues. We guarantee that standard support requests are addressed within a maximum of 4 hours from the time of call, though usually this time is much less. All critical system calls are immediately routed to an available support engineer – no call-backs necessary. We utilize a call escalation policy that ensures that critical issues are given the priority attention needed, and we allow customers to view the status of support tickets online at any time. Survey feedback for each incident helps us ensure that we are continually improving our support processes and providing the outstanding level of service that all ACS users have come to expect.

Contact ACS HelpDesk:
Toll free: 800.241-7317
helpdesk@acspower.com

Get a support program that suits you

Advanced Control Systems has for over 40 years demonstrated the ability to support utility customers’ needs in functionality and customizing the PRISM grid management system and NTX/RTU needs. The ACS team’s primary mission is to support and respond to our customer’s needs in “real-time”.

Our flexible approach to support programs, together with our expert engineering staff, is the reason why our systems never become outdated and our technology is future proof.

Every system is operated and configured differently, and each utility is unique, however the core technology is based on a proven architecture that allows you to update, patch and upgrade your system online. We have a portfolio of programs and services which are intended to meet our customers’ needs. You can get the assistance you need, and discuss or activate any of these programs, by calling the Helpdesk at 1.800.241.7317 or by email sa@acspower.com.

For more detailed information please review the Services Guide, as well as the General Terms and Conditions of Sale.

Put the ACS experts to work for you

As a leader in the utility automation industry for over 38 years, we’ve developed a reputation as innovative thinkers and problem solvers for our customers. We have outstanding research, development and engineering staffs that boast extensive backgrounds in utility operations, power engineering, communications and automation.

We can put this expertise to work for you with professional consulting services that will help develop and align plans for Smart Grid applications, phased system implementations and more with your company’s business objectives and budgets. Among the consulting services we’ve provided to clients include:

  • Comprehensive Smart Grid plans
  • Feeder automation planning and design
  • Measurement and validation of Smart Grid application benefits
  • Federal grant applications

Practical curriculum and custom training programs

Knowledge is power. What happens when you have the skills you need to succeed? Everything. Our in–depth training courses broaden our customers’ understanding of their ACS hardware and software, and help make them experts in the maintenance and operation of sophisticated utility automation systems.

Our extensive curriculum ensures that all ACS customers have the opportunity to learn everything you need to know – at least everything that experience can’t teach! We present intense practical classes, supplemented with hands–on experience. This approach brings students up–to–speed in the shortest time possible. We teach the essential functions needed, along with valuable tips and advanced techniques that will help you harness the power of our system’s extensive capabilities.

Small class sizes ensure maximum instructor–student interaction. Class lectures are permeated with hands–on exercises and plenty of time for questions. Our instructors are experienced ACS professionals and engineers, with extensive on-site engineering and HelpDesk experience and knowledge.

We can also help you design custom training programs that exactly match your specialized needs. Our comprehensive schedule means you can efficiently coordinate training with the delivery and installation of your system. Classes are sequenced so that you can minimize travel time by taking related courses during a single visit to our training facility.

Scheduled classes take place at our dedicated training facility, located at our headquarters in suburban Atlanta, Georgia. We also offer onsite training—our engineers will come to your facility to train your personnel, on your system. We can customize courses specifically for your utility.

Benefits of ACS’ comprehensive training programs include: In–depth, hands–on training experience; Small class sizes; Dedicated training classroom; Customized training plans; Coordinated course scheduling; On-site training available; Refresher course discounts; Training coupons for support customers

Downloads

2018-Hotel-Package-Hampton-Inn.pdf | 2019-Training-Directory.pdf | July-2018-June-2019-Registration-and-Calendar.pdf

Standard courses offered:

  • Linux/PRISM Fundamentals
  • NTX Service & Operation 
  • Database and Display Editor
  • Operator/Dispatcher Training
  • PRISM Real–Time OMS
  • Advanced Applications
  • Oracle for PRISM Users
  • Advanced PRISM Features
  • PRISM Portal Reporting
  • Linux System Administration
  • DASmap Modeling
  • PRISM Scripting

    Going Smart At Scale

    Your smart grid rollout should go live everywhere, right from the start.

    Going Smart At Scale

    Your smart grid rollout should go live everywhere, right from the start.